Retail Manager

  • Job Reference: 431346917-2
  • Date Posted: 25 November 2021
  • Recruiter: Merlin Midway
  • Location: London
  • Salary: On Application
  • Sector: Customer Services, Retail
  • Job Type: Contract

Job Description

We're looking for a customer focused yet commercially savvyRetail Manager on a 12-month contract to lead the Retail and Logistics teams, driving commercial performance and best practice at the global iconic London Eye!

About the role

As our Retail Manager you will own the in-house retail strategy, nurturing a culture of continuous improvement by leading the day to day business relationships of commercial partners, whilst also leading the team to focus on a pro-active sales culture and delivering the highest levels of guest service.

On a typical day (if you can call it that!) you'll be working with the wider attraction team to improve the overall guest experience and identifying initiatives to increase or improve revenue opportunities, running the department with a "guestfirst" mindset, ultimately leading to the exceeding of attraction KPI and mystery shop targets.

You will deliver budgeted retail spends and EBITDA, exceeding budgeted revenue through effective control costs and achieving secondary spends, revenue per customer and upsell targets.

There will also be an expectation to take on Incident Management and first aid shifts which you will receive full training for, to be able to carry out these duties effectively. Championing health and safety, you will ensure if incidents do occur that corrective action is taken. It will also be your responsibility to make sure that the products sold and the environment we work in always exceeds the expected levels of health and safety.

This is a full time 12-month fixed term role, starting in January 2022. Due to the nature of the operation the role will include regular weekends, bank holidays and peak seasons, so flexibility is a must!

About you

It goes without saying that you'll be a skilled leader and have lots of experience working in a customer facing environment that puts the visitor experience at the heart of everything. You'll display energy and enthusiasm and be able to show us that you're a natural when it comes to delivering results through a genuine passion for what you do.

You'll make a positive impression on our guests but also our operational teams, by acting as a role model and ambassador and focusing on guest obsession. Naturally you'll need experience of managing and leading a team, which will have included training and coaching, performance management and getting the best from those you lead. In addition to this our ideal candidate would already have experience with managing relationships with external suppliers and stakeholders.

Responsible, confident, and full of initiative you'll be someone that can think on their feet, problem solve and be decisive. You can take the lead when the pressure's on and see problems as challenges, that your proactive and innovative approach will find a solution for.

You'll also be bursting with ideas to make our guest experience even better and be able to show us how you've done that in the past.

Why join us?

This is a salaried role with benefits including a discretionary company bonus, private healthcare and of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, amongst other discounts.

Perhaps the biggest benefits of joining us, however, are the outstanding opportunities for career development across the expanding group.